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Task force favors co‑located front counter and staff where feasible; staff to model phased options
Summary
Members said consolidating the public front counter with administrative staff will provide better customer service and efficiency. Staff reported the front counter averages about 6–7 walk‑ins daily and will model options that preserve access while enabling a phased move of staff to temporary space if needed.
The Issaquah task force discussed whether public‑facing customer service counters should be co‑located with administrative staff or operated separately from staff offices. On May 8 the group generally favored consolidation — placing the public counter where staff are present — for efficiency and easier access to staff expertise.
City staff reported historical front‑counter volumes of about 6 to 7 walk‑ins per day for city customer service (excluding parks and community services), and noted that police‑related customer requests are a notable portion of those visits. Autumn said the counter also handles redirects for residents who go to the wrong building for municipal court or police services.
Task force members said co‑location improves the customer experience because front counter staff can escalate questions directly to subject‑matter staff, arrange in‑person meetings and help visitors navigate permitting, utility billing and records requests. Several members said a separate, standalone counter would create inefficiencies and require added staffing or more complex workflows.
Members acknowledged exceptions: the police department’s front desk is a different “animal” because it handles sensitive and occasionally crisis‑related contacts; several members supported retaining a PD counter within the police facility while consolidating general city customer services with administrative staff.
Several members asked staff to include counter volumes, staffing implications and operational impacts in the schedule and cost materials the city will return with. Staff also were asked to model a phased approach: short‑term leases to house administrative staff while the police building is renovated, and a long‑term consolidated public counter in the recommended civic facility where feasible.
No formal decision was taken; task force members expressed a working preference to consolidate customer service counters with administrative staff unless cost or phasing constraints make separation necessary.
